As far as I know, the system does not allow literal sub-queues, but you can create all of those queues and using the filters and user group / queue permissions you can accomplish this easily. I'm sure lots of sites are doing similar implementations. The permissions can be setup so only assigned queues are visible to particular users. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of joey Sent: Tuesday, May 15, 2007 11:37 AM To: otrs@otrs.org Subject: [otrs] Users / Groups - Permissions - Concept Hey there, this is what we need: Raw-Queue | ------------------------------------------- | | | | | CustomerA CustomerB CustomerC Internal CustomerX | | | | | | X Y Z A B C in words: raw Queue: The Queue where the mails come in. This needs to be managed by the 1st-level group. There should be filters configured to automatically sort out spam etc. The users in the 1st-level group should be the only one that are allowed to move tickets in the specific queues. They should be able to move them either in the Main-Queues (CustomerA, CustomerB, Internal etc) if they don't really know if its "X,Y or Z" (this may be "Incidident", "Request" or whatever), or if the ticket is clear, sort them directly into the "X, Y or Z" sub-queues. main queues: These queues (CustomerA,CustomerB,Internal etc) needs to be managed by other groups which users have deeper knowledge of CustomerA, B etc. The thing should be done with ticket in these queues is to sort them in the sub-queues. One shoud not start working on the tickets in these queues. sub-queus: This is where the work on a ticket should start by a group of users. - The 1st-Level-Team should see all Queues. - The Main-Queue-Teams should only see the specific main-queue and the sub-queues of it. - The Sub-Queue-Teams should only see the specific sub-queue. Sorry for my Englisch... hopefully it's clear anyway. Any idea of this could be realized? :) greetings and thanks in advance, joey _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/